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54 Golden Nuggets: The Best of the Telephone Doctor by Nancy Friedman

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Handling the Irate Customer

If your job entails taking calls from unhappy, irate customers, you’ve got your work cut out for you. Employees who deal with customers are especially vulnerable to outbursts from customers who are already going through an emotional, stressful time.

Handling these types of customers takes time and training, but it can be accomplished effectively. Here are some of the Telephone Doctor’s best techniques for turning unhappy customers into satisfied customers.

Getting Off on the Right Foot

Realize that upset, angry customers are not unhappy with you, it’s the situation. Don’t take a customer’s hostility personally. You are merely the lightening rod that redirects the violent lightening. You can do a great deal to diffuse ...

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